About this course

Providing good customer service to your customers will go a long way in retaining them. If you get it wrong, it can also have the opposite effect. Customer Service training is designed to reinforce positive customer service habits while decreasing negative behaviours that may eat into customer confidence.

This Customer Service training course will teach learners who your customers are and what they need, how to maintain good communication with your customers, how to project a positive company image, how to start and end a call with greater confidence and efficiency, how to take clear and concise messages and how to demonstrate positive listening and speaking techniques.

Learning Outcomes

On completion of this course learners should know and understand the following:

About this course

The NHS Counter Fraud Authority rolled out new counter fraud government requirements to NHS-funded services in January 2021, using the Governments Functional Standard 013: Counter Fraud. The purpose of this Counter Fraud training course is to set out the expectations, standards and reporting duties for the management of fraud, bribery and corruption risk for organisations that work with or for the NHS.

This online Countering Fraud, Bribery & Corruption training course will teach you what counter fraud, bribery and corruption is, the expectations and standards of the NHSCFA, the types of counter fraud you may encounter, how to create a counter fraud, bribery and corruption strategy for your company, and how to report identified loss from fraud, bribery, corruption and error.

Learning Outcomes

On completion of this course learners should know and understand the following:

About this course

The principle of confidentiality is about privacy and respecting someone’s privacy control. It means that professionals shouldn’t share personal details about someone with others, unless that person has said they can, or it’s absolutely necessary by law.

On this Confidentiality Awareness course, learners will understand legislation, policies and procedures regarding confidentiality, the best ways to maintain it, how information security breaches can occur, and the consequences of breaching confidentiality.

This Confidentiality training course is great for anyone who handles information in the workplace, whether that’s in health care, schools, or recruitment. Upon successful completion, learners will receive a downloadable and printable certified Confidentiality certificate.

Learning Outcomes

On completion of this course learners should know and understand the following:

About this course

This course has been created to help you identify and prevent sexual harassment in your organisation, and it explains the steps that should be taken to confront it.

The training provided has been designed to shed light on any grey areas so that people can be confident when handling sensitive situations that relate to sexual harassment.

Module 1 looks at the relevant legislation associated with sexual harassment and explains what sexual harassment is. We also learn about the effects that sexual harassment can have and why it’s so important to promote dignity and respect in the workplace.

In module 2 we give you some scenarios to help you to feel confident in recognising and to identify sexual harassment. Finally, in module 3, we learn about the steps you can take to address sexual harassment and how to deal with uncomfortable situations.

Guided Learning Hours: up to 1 hour, dependent on learner’s skills and abilities.

Learning Outcomes

On completion of this course learners should know and understand the following:

About this course

This eLearning course aims to introduce you to the topic of Recording Information in Health and Social Care.

It begins by describing what is meant by a record and then outlining the legislation, codes of practice and guidelines related to record keeping.

The course then explains the issue of consent with written records, highlighting the importance of ensuring consent, and in what circumstances the worker may pass over issues without prior consent.

The course then describes in detail good practice in recording information including ensuring accurate, complete, legible records, the difference between fact, opinion and judgement and how to best record these different types of information.

The course then uses real-life case studies to illustrate the importance of recording concerns, and of incorporating the individual’s viewpoints in their records.

In the final stage, the course explores how to maintain security of records and details common errors made by staff in maintaining security of information.

Learning Outcomes

On completion of this course learners should know and understand the following:

About this course

This eLearning course aims to introduce you to the topic of supervision.

This course begins by defining the meaning and purpose of supervision. The course identifies the ground rules for supervision and the functions of supervision and the forms supervision may take. Following this you will explore the importance of good supervision and the role and responsibilities of the supervisor and supervisee. You will also consider the barriers to supervision and how they can be overcome.

The course ends with an exploration of the role of reflective practice within the supervision process

Learning Outcomes

On completion of this course learners should know and understand the following:

About this course

This course is to develop your knowledge and understanding of how to handle complaints. You will also explore how complaints can be used to improve services.

The course begins by explaining what a complaint is and what it is not. You will learn how to deal with anonymous complaints.

In stage two, you will learn how to resolve complaints utilising a range of skills including building rapport, active listening and confirming understanding. Stage three will examine difficult behaviours including the attitude and behaviour of the complainant and unreasonable repeated complaints before exploring how to manage them by drawing on your assertiveness skills. The course ends with the identification of an individual’s right to complain and what they can do if a complaint to a service provider has not be resolved to their satisfaction.

Learning Outcomes

On completion of this course learners should know and understand the following:

About this course

Relationships are a fundamental part of work in health and social care. Being able to build meaningful and rewarding relationships with  individual’s supported and cared for has a positive effect on their wellbeing. It also positively impacts on staff and their wellbeing, contributing to their sense of achievement at work.

The key to this is building and maintaining professional boundaries and being open and transparent about the healthy professional working relationships that we should have at work, in health and social care.

This training course is suitable for any health and social care staff that work in Care Homes, in the community, on hospital wards, or even volunteers or any other members of staff that have contact with vulnerable individuals through their work.

Learning Outcomes

On completion of this course learners should know and understand the following:

About this course

This online training is about the importance of Appraisals and how they support health and social care workers to positively develop in their role.

This training applies to line managers responsible for appraising staff members that work in settings such as Care Homes, Hospital Wards, Day Centres, or supporting an individual in their own home.

Learning Outcomes

On completion of this course learners should know and understand the following:

About this course

This course is designed to give health and social care workers the underpinning knowledge and understanding of the General Data Protection Regulation (GDPR), and their responsibilities relating to this.

It is suitable for managers and workers in health and social care organisations. If you are a manager, senior or are responsible for decisions about personal data collection in your organisation then you are advised to also complete the GDPR 2 which describes in more detail how to comply with the regulations.

The course begins by explaining what the GDPR is, how it relates to the Data Protection Act 2018 and details about the Regulator – Information Commissioner’s Office (ICO). This includes the rights that an individual has including right to access information, to have it erased or rectified and their right to object to processing.

Module 2 defines some of the terminologies used in the Regulations, including ‘Personal Data’, ‘Special Category Data’, ‘Data Protection Officers’, ‘Data Controllers’ and ‘Data Processors’. The course then describes the seven main principles of the GDPR: lawfulness, fairness and transparency; purpose limitation; data minimisation; accuracy; storage limitation; integrity; confidentiality and accountability.

In the final stage of the course you will learn about some of the responsibilities necessary for health and social care workers, including the requirements for obtaining consent, details around privacy notices, data breaches and how to report them.

Course duration: up to approx. 1 hour, dependent on learner’s skills and abilities.

Learning Outcomes

On completion of this course learners should know and understand the following: